Consumers Energy
Reviews and Complaints

Our power was cut off on August 4th 2017.
We were told that we we approved for a Shut Off protection plan. But we were shut off anyways after we had made our Down payment!
So on the 4th of August 2017
We paid the Down payment AGAIN as we were told that before the SHUTOFF that we were not on a plan. Even tho we were previously told that we were on a plan.
So I paid an amount of 267.00 to get back on to a SHUTOFF protection plan.
That payment was returned so I made a CC payment of 267.00
When I call into the automated system it states that that CC payment was posted to our account on Aug 9th.
We also received a confirmation letter to let us know that we were entered into a SHUTOFF PROTECTION PLAN.
I have that letter from
Jackson MI.
It states that we are to pay 259.00 per month starting Sept. 1st 2017
So we assumed that everything was fine so we paid that down payment by credit card that Consumers Energy claimed that they never got that Down payment!
But they did...my Credit Card was Debited.
And going forward we are to pay 259.00 a month to stay on the SHUTOFF protection plan.
But earlier this month we got a SHUTOFF Notice.
Stating that our power will be SHUTOFF on Sept 5th 2017
I have called Consumers Energy numerious times since we received that notice but no one will listen to the fact that a payment was made to recover that returned payment.
I was told that we should have not been allowed on the plan again so they took us off.
Without any notice!
All I am asking is that they honor the Repayment plan as we have no other means to pay this.
We are both on Disability and my husband is a Senior Citizen.
Please help us be able to resume paying our bill.
Even a REPAYMENT plan would help even if you just break up our payments a little.
Thank you
Account # [protected]
Anything that you can do with be a tremendous help.

I live at 22710 Michigan Ave in Three Rivers, MI. I am having my current home demolished and I new one built in it place. My contractor is coming this week to begin demo. I contacted consumers on the 17 of July to set this up. I was told by Kasha Faulkner that Jason Larson would be my project manager and would call me back within on business day. No one called me. I was given his number by Kasha Faulkner and called him. He then told me that he passed my job onto Matt Brausey who is an intern. Matt worked to try and get things figured out. Matt could not. He told me that the gas disconnect would take a few weeks. I do not have a few weeks. Demo begins on Thursday. This project CANNOT be held up. I was given Matt's supervisor's name and have left voicemails. This disconnect needs to happen before Thursday.

This is in no way my fault. My job was passed on to someone else and no one contacted me. I feel that something should be done to help me get thus disconnection done on time.

Please contact me ASAP

Project Notification Number: [protected]

I have always used Consumers for my energy needs. Never have had a problem until now. Im a working single mom, who has always been on one your plans. Budget or Shut off. Most recently I was enrolled in the shut off, with a monthly payment of $138. after the first 18 months of being on the plan. I received a bill for $1, 164.81 with a shut off notice 2 days later. I could not afford that, so I turned to local agencies for help. Salvation Army paid $800. of it. Then I called to get back into a plan. I have made 13 phone calls, talked to all different people, two who were supervisiors . Countless hours on hold. Got me no where . Yesterday I received another shut off with demand of payment.
What is going on at Consumers Energy and why have they taken a turn for the worse ? Your customer service is awful, your rates are outrages and your programs are out dated.
Sad that you are the only energy company . I would love to use a different provider, but since you are a monopoly, I have no choice. Very unhappy with your company. I do expect a letter back from you.

I have been paying online with my Global Express card and Consumers Energy billpay system keeps trying to bill Global as customer not me so they decline payment.I reported this to Consumers energy and they did not make correction.Now once AGAIN they are charging me 15 bucks because they arent doing their jobs.I am not paying this.Im a single mother of 3 with Lupus and fibromyalgia...This sort of stress CAN kill me...Consumers better get their accounts straight or I'll go to the BBB.

I recently moved into a new place my landlord put the utilities in my name for me the person she talked to told her that I needed to provide verification information such as social security card driver's license and lease. After being shut off because I was unaware of the situation I called the call center to try to solve the problem and they were absolutely and totally disrespectful mouthy and rude. I tried to explain to them that I have a child and could not be without power and the supervisor I was speaking to told me it wasn't his problem what I do with my two year old and that this was 100% my problem and my fault. They gave 0 help and 0 possible solutions and made me feel completely and utterly horrible by the time I hung up. I have never in my life been so disrespected by a company let alone the supervisor. The next day while talking to the call center another employee was completely and utterly rude and this was the after-hours call center I am talking on in both scenarios it's completely unacceptable the way I've been treated in both instances.

The electricity supplier has increased my electricity rates at our home to the point that I cannot afford to pay. our bill has been 400.00 per month, and I am hardly ever even there. Our bill has never been near that much, even in during the winter months and we are using about the same amount of usage.
I called ComEd 3-04-17and they were not able to give me any answers as to why my bill has gone up so much. The energy supplier is Major energy. It seems they make it a practice to try to gouge customers as much as they can I am not paying these outrageous rates! I did not agree to pay such a high rate, they just increase my rate to intentionally try to gouge us for as much as they can.

I am leaving this review from my phone since we are without power. We are always without power, sometimes for weeks at a time. It has gotten a lot better since that Christmas when everyone was out of power. We spent Christmas in a hotel and the power didn't come back on for 2 weeks. This time, the system says we should expect power to be back on in 3 days time! Meanwhile, there is no water or heat and the food goes off.

On December 28th I went to the main Consumers power office on Willow street in Lansing to pay for a new service at a Hunting cabin I was building for my retirement and paid them $17, 995.25 and was working with Matt Benic he was on vacation throughout Christmas to the new year I finaly spoke to around the 3rd of Jan. and he explained that I was ready to go for new service then after approx. 1 week I received a call from a lady out of your Alma office explaining that I had to have a easement paper signed and notarized to get my service installed I went to my bank got all the paperwork and scanned it back after that I spoke to Matt and told him that there was a pine tree in the way of the pole line and I would remove it we both agreed and I did so and he said we should be all good for the aerial crews to start. Yesterday I was eager to see work starting so I went to my farm at 3667 Lake station ave. Lake Mi. electric service #[protected] and a 150 year old oak tree was completely cut down to the ground I have pictures. My biggest problem is it's the only tree in that field and what Consumers planner in there right mind would put a pole line near that tree there was hundreds of feet to the south where that pole could have and should have been placed I am outraged that anyone would think that this is OK and I'm positive that if it was anyone of the either the planner or the trimmers yard the pole line would have been simply moved 100' to the South. My tree cannot be replaced and not to mention last year when I first looked at the property there has been a bald eagle that nested in that tree every night I am just sickened the lack of thought being put behind the installation of power to my retirement hunting cabin. My next email is going to the attorney general and probably local news channels and newspapers. I expect a call right away @[protected]

Scott Carr

After receiving a bill for over $600 I called to question it. I called 12/29/16 @ about 950 am. The lady that answered the phone mumbled her name so I didn't catch it. 2 weeks ago my power got shut off over $100. Not because we don't pay we pay every month it's just that apparently not enough was paid at some point so a freezing cold day power gets shut off over $100... The lady then told me fees would be waived. My husband called paid the $100 plus whatever else was due plus a little extra. The lady today argued with me saying we didn't pay enough (two weeks ago) she talked to me like I was stupid. Then when I asked to speak to someone else she hung up on me. Not very professional. Later my husband calls and come to find out this other shut off notice and large bill was because someone there didn't do their job and post the payment to wherever it was suppose to go.. I understand even businesses make mistakes but I did not deserve to get hung up on when I asked to speak to someone else.

My oven in my electric stove was not working. The hot plates however were working. I have an appliance plan with consumers energy. I called them and they sent over a repairman. The repairman opens up things in the back and says certain parts are needed and he needs to order them. At this stage, the complete stove is not connected to electricity anymore. This means we have to eat out everyday. Weeks go by, still no update from either the repair guy or consumers energy. I call consumers energy after a few weeks and they say that the repair person is waiting for the parts to come in. a couple of weeks pass by and I then call the repair company and they say that the stove needed a power cord and power supply and that has been rejected by consumers energy. I call consumers energy and they say that the plan does not cover the power supply. I am being told this after more than a month about something they knew about more than a month back. I may have spend enough money on dinner enough to buy a new stove. Consumers energy does not seem to be decent enough to care about me but seems to want to send me questionnaire about the customer service. I am now looking to see if I can switch to another service. i was a loyal customer for more than 10 years. I am extremely disappointed with Consumers energy.

They cut a tree down they killed last year, I miss the shade tree but I will deal. There is still part of that first tree they need to address. I was trying to ask them about cutting another dead tree down that could fall anytime. If it does it will take out the power lines. But they have not called me back and I have tried several times. I would like the first tree that they cut down the stump dealt with and the second tree cut down before it takes out 2 sets of lines. I would love to be paid for the 75+ year tree that they killed but I doubt that would happen. first tree was cut down September 7 & 8 2016. I do not have email correspondence. I have only called the number they originally left me last July. thank you for your Help. from the Rhoades in Battle Creek

Since the beginning of February, I have called Consumer to come and read my meter. I call every month, because they estimate my gas and electricity . I paid to have the meter placed on the outside of my home. The only time they come out is when I call. So they our aware that's it's out there. My bill was $2, 000. 00 dollars, from being estimated. We go back and forth from them owning me or me them. This is getting old, I understand I don't have to pay estimated bills.

Approx. one year ago this July, I had called C.E., because I had owed like $162.00 (the kicker is...) I "had the money" & was at that time going to pay it. But wanted to get a "Monthly Budget Plan" set up along with payment just so that I'd know "exactly" how much I would pay monthly toward my Utilities. However while speaking with this particular Rep., she said "yes we can set you up on a monthly plan and you won't pay anything until next month!" I thought she was looking out for "my best interest!" WRONG! So the next month came along I received a SHUT OFF NOTICE! I called them back and another Rep., said "oh no big deal the person in charge of setting up the system for you to become active apparently didn't do their job I'll just re-set it for you and you'll be fine, just don't pay anything until next month when the system notifies you of your payment!" Myself I wasn't looking at them doing something crooked, but they were! This not happened twice but 3 TIMES! Consumer has set me up to become so far in debt that it is TOTALLY UNHEARD OF what has happened here! This has happened so many times and each Rep said no problem just don't pay until the NEXT MONTH! I paid $300.00 April 4th 2014 and then the amount the the notice indicated to pay was another $69.00 so I paid that on April 15, 2014. So today I called and spoke with Raquel for the SECOND TIME in 2 1/2 months, because I had paid the $300.00 I "THOUGHT" was all I had owed outside of a $69.00 pmnt recently submitted. When I went onto the Web Site it showed I had a $0 Balance past due and a $0 Balance Due currently! So I called C.E. I spoke with Juan from Michigan to discontinue the plan and he said you can't you STILL OWE $407 (and some change!) My HEART SUNK! He sent me to Billing, there I was to wait 11 - 18 minutes for a Rep. I then decided to hang up & call Raquel back since she was in Consumer Complaints section which the State of Michigan had given me her # a few months ago! And the real kicker to this is that Raquel indicates that she doesn't see where I was ever placed on a shut off protection plan until December of 2013! If not how did I end up with as they are indicating $700.00 Balance at that time in December of this past year without the SEERVICES BEING INTERUPTED!? Some one is just wanting me to become default in this State and with the Utilities Company! TELL ME THIS IS CROOKED!? So I have asked that Raquel locate all of our conversations the past year and she said "I can't do that" I would say they surely would FIND THOSE CONVERSATIONS if it were to their benefit! They record EVERY CALL COMING IN and she down and out LIED TO ME ONCE AGAIN TODAY! Oh and also the last REP that placed me onto this so called: Shut Off Protection Plan (Which in the beginning I DIDN'T NEED!) offered that she would be giving me a $50.00 credit toward my bill. ACTUALLY IT WAS RAQUEL thinking back on it now! And I have never seen that nor did she (Raquel) EVER mention ANYTHINNG ABUOT IT after I questioned WHY I hadn't received that either! There is some really DIRTY POOL going on here against me with Consumers Energy *PLEASE... I NEED HELP*** to stop this ILLEGAL BEHAVIOR coming from CONSUMER'S ENERGY and God only knows who else in the State of Michigan against me as a "RESPIONSIBLE AMERICAN CITIZEN!" This ISN'T AMERICAN what C.E. is, has, and continues to do to me as a "responsible" Home Owner & Resident in this Democratic Society! (Suppose to be anyway!) Thank you for stopping and please again I urge assistance from someone to this very devastating matter! Thanks again!

House burnt down July 1 13. Keep getting bills we had it shut off we called and called and called. and you said every time Its all taken care of My dad is 84 has luekemia and not in good health invoice number [protected] now this bill is for asp Premium Care Lite.IT WAS CANCELLED...ARE YOU SO STUPID YOU DONT UNDERSTAND THERE IS NO NO NO HOUSE GET IT NO NO NO NO NO NO NO NO NO NO NO NO NO HOUSE THIS IS OUTRAGES AND ALSO YOU READ THE METER AND GIVE US A BILL NO HOUSE NO METER GET IT DO YOU UNDERSTAND GET IT IS THIS PLAIN ENOUGH NOW STEP 1 no house-------NOW STEP 2 NO METER---------STEP 3 WAS ALL TURNED OFF GAS ELEC JULY 2 2013 --STEP 4 CALLED YOU EVERTHING WAS FINE KEEP GETTING BILLS YOU SAID 10 TIMES ITS ALL TAKEN CARE OF NOW I CALL AND YOU HAD ME ON HOLD THEN YOU DISCONNECTED ME WHAT GREAT CUSTOMER SERVICE FIX IT NOW

Hi my name is Amy Mason i have 2 children the both are on breathing machine and 1 child.that is blind.an consumers.energy.turned my powet off and.i call them and they told me that all i had to pay was.101.00 to.get it back on so i did.that.now.they.are.putting to bills together and.they wont turn them back i so sick of.the.tun aroun pleasr.help me to get my power back on my kids need.there machine.please help.you can call me at [protected] thank you

After trying numerous times to pay my bill online with no luck I called consumers energy just to be informed they do not run their own site. To my confusion I couldn't figure out why, If i was paying my bill on time, I was being charged an additional $6.75 fee? I then proceeded to inform the customer service rep (if you want to call her that) on my confusion and not only did she laugh and treat me like an idiot, she denied being a representative for consumers energy and when I called her on this and ask for someone who will represent the company, she immediately hung up the phone? I am now waiting for a supervisor call back, which I doubt will happen. I wish I had another choice in my area, because I would switch asap. This feels like the start of a really back relationship that I can't get out of. I will continue to post any other issues I have with them, because I am sure there will be a lot.

my gas bill has always been in the 30.00$ to 50.00$ dollar range specially in uly. When i received my July bill it was 395.00$ then my August bill was 400.00$ i have contacted consumers and was told they would be sending someone out at a pacific time and date. no one ever showed up after waiting all day. Called again and was told the weere going to replace my meter 2 weeks ago on a thursday again no one showed. I am in my late 70's and terrified that my heat will be shut off. I have my daughter lookiing into thhis for me and cannot figure out where else to go. Can some one please help me i am getting desperate with winter comming on. Thank you Mr. William Biirmingham Katherine simon 6055 Division Charlevoix mi 48439

Consumer's Energy is full of empty promises and lies. Our heat was shut off Feb. 10 due to a billing error. Initially they said they'd have someone out that evening to turn on the gas. A day went by and nothing. Called again on Feb. 11, now they say wait at the house until 7:00. They had a steady stream of emergencies that prevented them from coming out the previous day. Resigning ourselves to the fact that out plans for the day and tickets we had to an exhibit at the DIA were wasted, we waited. Called at 7, again, they said they were still handling emergencies, but someone will DEFINITELY be there by 10. It's 2 am now and so cold I can't sleep, sick as well, so this makes it worse, and this is one of the coldest days we've had all winter. Who knows when we'll get the gas back on. If we call again they'll just tell us that there are endless "emergencies" that are preventing us from getting service. When we asked to speak to a supervisor, they said there was no supervisor on the weekends. I guess all those techs and customer service people just supervise themselves and do whatever the heck they want. This company is pretty awful, and there's no other alternative. What a scam.

I just moved to a new apartment/house, haven't even been there a month. When I called to have them TRANSFER service, they requested a copy of my drivers license and Social Security card, fine. I forgot to send this with all the moving and holiday stuff...I came home last night to NO HEAT. They shut off my gas because I didn't send in those copies, no notice, no call, just shut it off. Mind you it's about 24 degrees out and I have 2 small children...Well I fax them the copies and they tell me it's going to be 5-10 business days to process my request to turn back on my gas/HEAT...WTF! Really! Worst business ever.

Consumers Energy turned off my gas service with no notice on Monday October 17th; as it turned out, it was their error, an error that they could not, and cannot, explain. They admitted that it was their mistake. I called customer service and after 20 minutes on hold got a supervisor; he said he scheduled a "Hardship" service call and told me they would get out "right away"; 3 hours later, still no gas. I called gain, waited another 15 minutes, got a snippy customer service rep who told me "if it's not on by 11, it will be tomorrow sometime", and told me that I have to be at home; and it wasn't my fault! She treated like "too bad, we'll get to it when we get to it and not before". I cut the lock with bolt cutters and turned it on myself at 11:15 PM the 17th. It was cold and I need hot water in the morning to shower. Good thing I didn't count on them to come; at 7PM on the 18th I drove into my driveway and the Consumers Energy truck WAS JUST PULLING UP...so much for "right away" and especially for correcting their mistake.
Clearly Patti Poppe doesn't get it: but then, she doesn't need to.Consumers is a monopoly protected by politicians; they don't HAVE to provide customer service. Thjey jusy have to ACT like they do.